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#2841

Payment gateway failing on checkout — enterprise client blocked

Tech · Open

Critical
SK
⏱ 18m
#2840

GDPR data export request for EU customer

Legal · Open

High
JR
⏱ 1h 42m
#2839

Bulk CSV import returning 500 error

Tech · In Progress

High
PK
⏱ 3h 10m
#2838

Dashboard not loading for enterprise users

Tech · Open

Medium
TB
⏱ 5h 55m
#2837

Billing invoice missing line items for March

Finance · Open

Medium
SK
⏱ 6h 30m
#2836

WhatsApp integration stopped sending notifications

Tech · Open

Low
—
⏱ 11h 0m

AI Triage

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app.auradesk.io/tickets/2842 — AI Processing
Incoming Email — just received Processing…

Subject: Invoice #8821 — incorrect amount charged

From: mark.davidson@acmecorp.com · 2 minutes ago

Hi team,

We were charged $4,800 on our last invoice but our contract clearly states $3,200/month. This is the second time this has happened. We need this resolved before end of day as our finance team is flagging this as an anomaly.

Please escalate immediately.
— Mark Davidson, CTO, Acme Corp

AI Triage Engine

Analysed in 0.4 seconds

Reads subject + body for intent
Checks customer history (3 prior billing tickets)
Evaluates urgency signals ("escalate immediately", "end of day")
Identifies customer tier: Enterprise

AI Classification Result

Department

Billing 98% confidence

Priority

🔴 Critical Enterprise client

Suggested Assignee

SK
Sarah K. Billing Lead

Category

Invoice Dispute

SLA Applied

⏱ Critical — 2hr response

⚠ Escalation Signal

Customer has 2 prior unresolved billing complaints. Flagged for senior review.

Ticket Detail & Reply

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app.auradesk.io/tickets/2841
1 Raised
2 Diagnosing
3 Resolved
4 Closed

#2841 · Billing · Critical

Invoice #8821 — incorrect amount charged

Acme Corp · mark.davidson@acmecorp.com

Critical ⏱ 1h 22m left
MD
Mark Davidson Today 9:14 AM Customer
We were charged $4,800 on our last invoice but our contract clearly states $3,200/month. Please escalate immediately.
SK
Sarah K. Today 9:21 AM 🔒 Internal Note
Checked billing system — looks like the Pro tier price increase wasn't excluded for legacy contracts. Pulling their contract now. Will need finance approval to issue credit.
Hi Mark, thank you for reaching out. I can confirm we're looking into this billing discrepancy now…
✨ AI drafted this reply

AI Copilot

Suggested action

Issue a credit of $1,600 and confirm via email. Check legacy contract clause 4.2.

Customer Context

CompanyAcme Corp
PlanEnterprise
SinceJan 2023
Prior tickets3 (2 billing)
CSAT avg4.8 / 5

AI Synopsis

Issue

Double invoice charge — contract price vs billed price mismatch.

Next Action

Issue $1,600 credit; check legacy contract clause 4.2.

SLA Tracking

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app.auradesk.io/sla-dashboard

98.2%

SLA Compliance

3

At Risk

1

Breached Today

143

Within SLA

Live SLA Status

Refreshes every 60s
#2841 Invoice dispute — Acme Corp Sarah K.
1h 22m At Risk
#2835 Cannot log in after password reset James R.
0h 14m Critical
#2839 Bulk CSV import 500 error Priya K.
3h 10m On Track
#2838 Dashboard not loading — enterprise Tom B.
5h 55m On Track
#2833 API rate limiting too aggressive Priya K.
7h 30m On Track
🚨

#2835 — SLA breach in 14 minutes. Sarah K. has been notified.

Customer Portal

Your customers get a branded self-service portal to track tickets, add replies, and search your knowledge base.

support.acmecorp.com/my-tickets
AC
Acme Corp Support
Knowledge Base My Tickets
MD

My Support Tickets

#2841 Billing

Invoice #8821 — incorrect amount charged

Updated 2 hours ago

In Progress
#2820 Legal

GDPR data export request

Updated Yesterday

Awaiting Info
#2798 Tech

API rate limit increase for integration

Updated 3 days ago

Resolved

#2841 — Invoice #8821 — incorrect amount charged

In Progress
Sarah K. from Support replied: "Thank you for flagging this. I've reviewed your contract and confirmed the discrepancy. A credit of $1,600 will be applied within 2 business days."

Executive Dashboard

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app.auradesk.io/executive-dashboard
Super Admin

Executive Overview — April 2026

Open Tickets

47

↓ 12% vs last month

Avg Resolution Time

3h 48m

↓ 18% vs last month

SLA Compliance

98.2%

↑ 1.4% vs last month

CSAT Score

4.7 / 5

↑ 0.2 vs last month

Ticket Volume — Last 7 Days

M
T
W
T
F
S
S

Top Agents — FRT

Sarah K. 2h 10m
Priya K. 3h 02m
James R. 3h 44m
Tom B. 4h 15m

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